Users email in and a ticket is logged to the service desk queue.
The status is open.
Before the ticket is assigned / I would like to make some fields mandatory/
Any ideas?
Thanks
Making fields mandatory
Hi Brett,
The conditional fields feels like a workaround rather than a solution. Is there a reason why fields, either standard or custom, cannot be set as mandatory when saving or merging a ticket? We have a gap of agents not setting categories and ticket types when taking tickets out of the assigned queue and it's causing a ehadache with reporting. Likewise, and more of a headache is Zendesk allowing for categories to be left blank when merging tickets which is much harder to fix in retrospect and also makes reporting a headache.
I feel like this may have already been a feature in the past but could be wrong.
Thanks
Alexei
Hi Alexei,
You are correct it's just a workaround for the native merging feature does not have the capability to require fields. When it comes to custom fields, the only option that you can require the value is when submitting the ticket or solving the ticket manually.
There is another ticket merging app that has the capability to require fields before merging. This is a third party app that has their own dedicated support. Please check Ticket Merge app.
You are correct it's just a workaround for the native merging feature does not have the capability to require fields. When it comes to custom fields, the only option that you can require the value is when submitting the ticket or solving the ticket manually.
There is another ticket merging app that has the capability to require fields before merging. This is a third party app that has their own dedicated support. Please check Ticket Merge app.
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Are you trying to make the fields mandatory for the end-user when they submit the ticket or the agent before they assign it?
I'd recommend taking a look at the following article which may point you in the right direction: Making conditional ticket fields required
Let me know if that's not what you're looking for!